Quick four to your rescue
Central Railway sets up a Quick Response Team at CST to attend to commuters SMSes detailing problems on locals ………NILESH NIKADE
While travelling on the Central or Harbour Line, if you find a nonfunctional fan in your compartment, or a jammed door or even an uncomfortable seat, all you have to do is SMS Central Railway on 9004411111. A Quick Response Team (QRT) comprising a carpenter, electrician, fitter and supervisor have been stationed at Chhatrapati Shivaji Terminus to ensure the problem is fixed.
The team, formed around a fortnight ago, attends to an average of four complaints every day. It has now been given a permanent base at CSTs Platform 1 and has been provided with tools to aid its functioning.
Following Mirror report CR pulls a fast one, July 25, on a commuters SMS about damaged seats being addressed within an hour, CR officials came up with the idea of forming the QRT. Shriniwas Mudgerikar, chief public relations officer of CR, said, The team was initially formed on an experimental basis. It has proved very useful. The supervisor sits in the control room and checks the SMSes. He singles out complaints that need immediate attention. The team then attends to the complaint at CST, thus avoiding cancellation or delay of services.
Most complaints fielded by the team are about non-functional tubelights and fans, uneven seats, jammed doors, graffiti on train walls or broken partitions.
D R Singh, the teams supervisor, said, We have four new seats, four fans and 20 tubelights ready at hand to attend to complaints. We usually wipe out or paint over the graffiti and fix the damaged fixtures quickly.
D R Singh, the teams supervisor, said, We have four new seats, four fans and 20 tubelights ready at hand to attend to complaints. We usually wipe out or paint over the graffiti and fix the damaged fixtures quickly.
The team, however, finds it difficult to locate the compartment with the problem, as commuters do not mention the train number or compartment details in the SMS.
Commuters just mention the station and time of boarding the train. We have to guess its arrival time at CST. Trains have a very short halt at CST, and we sometimes have to continue work on running trains. Commuters, however, appreciate our effort and co-operate with us, said a team member.